Refund & Cancellation Policy

When a refund is available

• The top up was paid, but the balance could not be applied to the card and cannot be re-submitted.
• You submitted the request with a wrong card number and the top up has not yet been applied to any card.
• You were charged twice for the same top up request due to a technical error.

When a refund is not available

• The top up was applied to the card and the balance is now active — the funds are on the card and can be used for bus fares.
• The card number you entered belongs to another person, and that person's balance was successfully increased. In that case we can only re-issue the top up, not refund it.
• You changed your mind after the top up was already applied.

How to request a refund

1. Contact us by email at support@adfarepoint.com or via the form on Contacts.
2. Include the card number used for the top up and the payment reference from your receipt.
3. We check the queue, confirm eligibility and reply with next steps.

Timing

Once approved, refunds are returned to the same payment method used for the original transaction. Typical processing time is 5–10 working days, depending on your bank.

Cancellation

You can cancel a top up request before it has been submitted for processing. After submission, cancellation depends on whether the balance has already been applied.

Contact

AD Fare Point · support@adfarepoint.com · +971 52 304 5772.